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Identity Verification

Updated on September 21, 2021

If you are running the Crisp Chatbox on a Web Dashboard where your users are authenticated to their accounts, you may want to see whether the email of the user chatting with you is verified or not. User verification lets you do that! This adds a bit of security to your support workflow.

The User Verification feature is available from Crisp Pro. You need to make sure your website is subscribed to that plan so that you can use the User Verification feature.

How-To Video

How to Verify User Identities from the Crisp Chatbox

How does User Verification work?

User Verification lets you verify the authenticity of the emails of people chatting with your support. This is useful, say, if you run a service where you may have to access and alter user accounts, upon user request. In this case, a common security practice is verify the user identity. User Verification lets you see if an user email is authenticated by your own account system, right from your Crisp Dashboard.

Let's take a simple example: John bought an iPhone from your e-commerce website. He realized he entered an incorrect shipping address, and wants it changed before the iPhone gets shipped.

You will receive support requests from "John" requesting for a shipping address update. But is "John" the one who bought the iPhone, or is he a spoofer who's impersonating John in order to redirect the iPhone to his shipping address? (as to steal John's iPhone)

Case 1: The real John contacts you

  1. John logs in to his account on your e-commerce website, using the email address
  2. Upon login, your backend signs John's email with a private key that both Crisp and your backend know, and returns the signature to John's browser.
  3. John's browser, after login, sets Crisp Chatbox email address to, with the signature.
  4. John sends a message to your support via Crisp Chatbox, requesting for the change of his shipping address.
  5. Your support sees in Crisp Dashboard a green checkmark certifying that John's email address is verified, thus, you know that's the real John speaking on the other side (as long as John's account credentials have not been stolen by someone else).
  6. You can process John's request as you can prove John's identity was not spoofed (this is the real John speaking).
This is what you see when an email is verified

Case 2: The spoofer contacts you

  1. The spoofer comes to your e-commerce website, and sets as his email via Crisp JavaScript SDK (the email cannot be signed there, as the spoofer doesn't know your private signature key).
  2. The spoofer sends a message to your support, requesting for a shipping address change.
  3. Bad luck for the spoofer, you can see was not verified. You're suspicious, you ask for more personal identification information.
This is what you see when an email is unverified

What are the requirements for User Verification?

The verification feature requires you to sign the authenticated user email you provide to Crisp JavaScript SDK, with a secret key. As this secret key must not be know to any public user, you need to keep this on your backend code only.

Thus, it is only possible to generate email signatures from your own backend code. The only requirement for using User Verification is the ability to sign emails from your own backend code, with the secret key Crisp generates for you in your website settings.

How to setup User Verification?

User Verification is straightforward to setup. This step-by-step guide uses NodeJS as a backend platform, but you can easily adapt it to your platform (eg. Python, Ruby).

1. Get your secret key

To sign emails, you need to retrieve your verification secret key:

  1. Login to your Crisp Dashboard (using a website owner account)
  2. Go to Settings, then Websites
  3. Select your website
  4. Scroll down to Advanced configuration
  5. Open Identity Verification
  6. Enable "Verify user emails with signatures"
  7. Your secret is being generated (hold on for a few seconds)
  8. Copy the generated secret key and paste it in your backend configuration (keep it secure!)

2. Generate signatures

Once you have your secret key, you can now use it to sign emails. Before you start signing emails, make sure that when an user authenticates to their account on your platform, the user email is passed from your backend to the frontend, which your frontend JavaScript then use to automatically set logged-in user email in Crisp Chatbox (see this help page).

Now, we need to generate a second parameter (the email signature), that your backend will pass to the frontend (eg. via generated inline JavaScript code). The frontend will then set the email with that signature, using the $crisp JavaScript SDK.

Here's how to generate the signature from your backend code (NodeJS):

const crypto = require("crypto");

// Put you secret key here (keep it private!)
// Notice: the one below is an example, yours will be different
const secretKey = "0fd72e0ff53b274293029fd1f3f40c92";

// This method signs an email, using your global 'secretKey'
function signEmail(email) {
  return crypto.createHmac("sha256", secretKey).update(email).digest("hex");

// Sign your email
// Notice: the email below is an example, yours will be sourced from the logged-in user
var signature = signEmail("");

console.log("signature is:", signature);
Make sure you generate signatures with the HMAC-SHA256 algorithm. Any other HMAC digest is not accepted and will be refused by Crisp Chatbox when provided.

As an example:

  1. We have secret key: 0fd72e0ff53b274293029fd1f3f40c92
  2. We want to sign the email:
  3. We sign using HMAC-SHA256
  4. We get the signature: cd7cc422ea97c82d844b2373fdcd6259c9ee6e135af65ab6fe6ca85e3f07abb1
  5. This signature is passed to $crisp SDK user:email method along with the email

3. Submit the signature in your $crisp email calls

Here's how to set the user email with the signature, from your frontend code:

$crisp.push(["set", "user:email", ["email_here", "signature_here"]]);

As an example (from above):

$crisp.push(["set", "user:email", ["", "cd7cc422ea97c82d844b2373fdcd6259c9ee6e135af65ab6fe6ca85e3f07abb1"]]);
When your generate your frontend HTML from the page template, pass the user email and email signature as inline JavaScript. Then, use this inline JavaScript in your $crisp.push() call.

What makes User Verification secure?

User Verification makes use of the HMAC-SHA256 signature algorithm. As of 2018, HMAC-SHA256 is recognized as secure by the industry, and is widely used to authenticate data across the Internet.

When setting an user email via the Crisp Chatbox JavaScript SDK, you also set the signature parameter with the signature computed on your backend. This signature is computed using a secret key, that only your backend and Crisp know. Thus, only Crisp and your backend are able to generate valid signatures for a given email. An attacker without the secret key will not be able to generate valid signatures, and thus will not be able to impersonate users chatting with you (or at least, you will see them as unverified, which will spark your attention).

Important: never use your verification secret key to generate signatures in your front-end directly. This would mean the verification secret key would appear in your public JavaScript, which would let anyone recover it and generate rogue verified signatures, thus effectively letting them impersonate anyone. Crisp cannot be held responsible for any misconfiguration on your side. Generate all your signatures on your backend, and never leak the secret key.

Does User Verification work across other channels?

For now, User Verification only works with conversations initiated from Crisp Chatbox, when emails are set using the $crisp JavaScript SDK.

Emails of conversations coming from other channels (eg. Email Redirect, custom integrations, etc). will all show as Unverified, as Crisp is uncertain about their verification status.

The Email Redirect plugin will show all incoming emails as Unverified. As the email system generally makes it easy for hackers to impersonate any email address, without even knowing the account credentials of the impersonated email address, Crisp considers that incoming emails are not safe to be marked as Verified. Thus, all incoming emails will be marked as Unverified.

Troubleshoot common issues

1. My $crisp JavaScript throws an error when I set the email

Make sure you are signing with HMAC-SHA256. The chatbox is strict on this and checks you are using the correct signature hash algorithm.

Also, make sure the signature is lowercase-encoded. Some platforms may generate signatures in uppercase, which Crisp doesn't accept.

2. All my conversations show as Unverified

Make sure your signature is properly generated, and that you are using the proper signature algorithm, HMAC-SHA256.

💡 Tip: you can compare the signature your backend generates with this online HMAC signature generator, and check for any issue on your side (make sure to pick the SHA256 digest algorithm in the list).

3. I cannot find a solution to my problem

If you cannot find a solution to your problem, chat with our support.